Production Services Specialist II

Bank of America

. Provide end-user support and respond to incidents and problem management issues for multiple applications .

Posted 10/23/2026full-timeRichmond • Virginia • United StatesMid-LevelSenior💰 $73,600 - $143,800 per yearWebsite

Tech Stack

Tools & technologies

AnsibleDNSFirewallsPerlPythonShell ScriptingTCP/IP

About the role

Key responsibilities & impact

Provide end-user support and respond to incidents and problem management issues for multiple applications
Lead triage activities for business-impacting incidents
Ensure compliance with incident management and problem management policies and procedures
Serve as a focal point for customer, client, and associate experience issues
Lead production support triage efforts and manage bridge-line troubleshooting
Conduct technical research and escalate issues to leadership as needed
Record and document impacts in the system of record
Verify that documents and wikis are updated and available during triage
Support on-call incident responsibilities and document application flows, outage impacts, customer experience, and support contacts
Provide status updates and technical details for infrastructure, application, client impact, and component failure communications
Oversee communication accuracy and schedule necessary reconvenes
Identify business impact, interpret monitors, dashboards, and logs, and write queries to calculate and communicate impacts
Promote production governance during triage and testing
Identify failure scenarios, vulnerabilities, and improvement opportunities; determine actions and escalate as needed
Analyze, manage, and coordinate incident management activities affecting service levels
Fulfill research requests, ad hoc reports, and offline incidents
Provide L2 support for routers, switches, F5 LTM/GTMs, proxy, and firewall systems
Provide Solutions Engineering subject-matter expertise for the client’s Application Delivery Network
Provide L2 support and handle triage for the production WLM environment
Provide architecture and high-level design guidance for ecommerce/CBT projects

Requirements

What you’ll need

6+ years of hands-on experience in a production support environment
In-depth knowledge of routers and switches
Knowledge of F5 LTM/GTMs load balancers
In-depth knowledge of TCP/IP protocols
Knowledge of firewalls and proxies
Proficiency with network diagnostics, including packet capture/analysis using Wireshark, flow telemetry, and NetFlow/IPFIX
Scripting/automation experience with Python and Ansible for configuration management and validation
Strong documentation and change management skills, including CAB and ITIL processes
Ability to work three 12-hour shifts per week
Ability to provide rotational off-hours support during weeknights, Saturdays, Sundays, and holidays as required
Functional understanding of networked applications and traffic management solutions, including HTTP, HTTPS, SSH, FTP, DNS, NTP, and ANYCAST services
DMZ network infrastructure knowledge, including topology, security policies, firewalls, and L2/L3 switch and router infrastructure
Engineering experience in traffic management solutions, including design, low-level engineering, delivery of hardware systems, and application load balancing
Incident management support experience
Expertise in Shell scripting and Perl scripting

Benefits

Comp & perks

Annual discretionary incentive plan eligibility
Benefits eligibility
Paid time off
Resources and support for employees
In-office culture with role-specific flexibility
Opportunities to learn, grow, and build a career
Support for physical, emotional, and financial wellness
Affordable, competitive, and flexible benefits